*What is an incident?*
An incident is an unplanned disruption to an IT service that impacts an organization's business operations. An example of an incident within a company could be:
– An end user's laptop is broken
– The WLAN in an office has failed
– Or an office printer is broken

These are all good examples of typical incidents that users experience in the workplace and in its immediate environment.

Incidents can mean huge losses for businesses, not only financially but also in terms of productivity. A robust incident management process is paramount to ensure businesses can resume operations with as little downtime as possible.

*What is incident management?*
Incident management is the process that helps organizations effectively manage the lifecycle of an incident and ensure that it is resolved as quickly as possible without disrupting an organization's business operations. The goal of incident management is to ensure that the service quality and availability of all IT services is maintained at the best possible service level.

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